This comprehensive inspection took place on 25 October 2018 and was announced.

Copper Connect Care was registered with the Commission on 3 October 2017 and has not previously been inspected.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults and younger disabled adults. At the time of the inspection, one person was using the service.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People received on-going support from staff that knew how to identify, report and escalate suspected abuse. Staff received safeguarding training to keep people safe. Risk management plans were comprehensive and gave staff clear guidance on managing identified risks. They were regularly reviewed to reflect people’s changing needs.

People received their medicines as intended by the prescribing pharmacist. Staff were aware of the correct procedure to follow in the event of a medicines error.

People were protected against the risk of cross contamination as the provider had systems and processes in place to safely manage infection control.

Sufficient numbers of suitable staff were deployed to keep people safe. Staff received on-going training to enhance their skills and knowledge and were given regular opportunities to meet with the registered manager to reflect on their working practices.

Staff were aware of their roles and responsibilities in line with the Mental Capacity Act 2005.

Staff were aware of the importance in ensuring people received sufficient amounts to eat and drink that met their dietary needs and requirements. People were supported to access healthcare professional services as and when required.

People’s dependency levels were documented, and support was provided in such a way that encouraged people to maintain their independence. Staff were aware of the importance of maintaining people’s confidentiality, only authorised personnel had access to confidential documentation.

People’s care, health, medical and social needs were documented in individualised care plans. Care plans were reviewed and reflected people’s changing needs. Thorough service needs assessments were undertaken to ensure people’s needs could be met by Copper Connect Care.

Activities provided ensured people’s social care needs were met. Activities included both in-house and community-based activities. Systems and processes in place ensured complaints were monitored, investigated and acted in to reach a positive outcome for those involved.

The registered manager carried out regular audits of the service to drive improvements. Issues identified were done so in a timely manner. People, their relatives, staff and healthcare professional’s views were sought to improve the service delivery.

The registered manager sought partnership working with other healthcare professionals.